Attention businesses using Google Business Profiles! A significant change is coming to the way you interact with customers on Google Search and Maps. Google has announced the gradual shutdown of the chat feature within Google Business Profiles, with complete functionality ending on July 31, 2024.
While this may be an unexpected development, Google assures businesses of its ongoing commitment to providing helpful tools for successful business management. The decision to remove the chat feature is likely part of a broader strategy to refine and improve its suite of business solutions.
Here’s a breakdown of what this means for your business:
What’s Changing:
- Starting July 15th: Customers will no longer be able to initiate new chat conversations with your business directly through Google Search or Maps.
- Existing chat conversations will continue for a short period, but customers will be notified about the upcoming shutdown of the chat feature.
- By July 31st: All chat functionality will cease entirely. This means you will no longer receive new chat messages, and the call history feature within Google Business Profiles will also be disabled.
What You Can Do:
- Download Your Chat History (Before July 31st): If you’d like to preserve a record of past conversations with customers, you can download your chat history through Google Takeout . This will provide a record of previous interactions for potential future reference.
- Explore Alternative Communication Channels: Google recommends considering alternative chat solutions to maintain communication with your customers. Popular options include integrating chat functionalities directly into your business website using services like Tawk.to or Zendesk , or utilizing dedicated messaging apps like Whatsapp or Facebook Messenger.
What Customers Can Still Do:
The good news is that customers will still be able to find and contact your business through Google Search and Maps. Your Google Business Profile will continue to display important information like your website link, business description, photos, and any other details you’ve included. This means customers can still find your contact information or navigate to your website to reach out.
Moving Forward:
We understand this change may require some adjustments. By taking proactive steps to download your chat history and explore alternative chat solutions, you can ensure a smooth transition and continued communication with your customers. Stay tuned for further updates from Google regarding any potential replacements or enhancements to their suite of business tools.